Role Overview

Our client is a leading fleet-management SaaS company, is seeking an experienced Senior SaaS Support & Product Testing Specialist to join our Customer Support team. This role is critical in providing first-line technical support to our customers, ensuring smooth software usage, and maintaining high-quality product standards.

The successful candidate will troubleshoot technical issues, document and escalate defects, coordinate with developers, and participate heavily in product testing and release validation. Additionally, the role contributes to process improvement, internal communication, and support documentation to ensure the timely resolution of customer issues.

Schedule

Monday to Friday, 9:00 AM to 5:30 PM Sydney time

Key Responsibilities

Monitor and respond to all inbound customer support emails in a timely and professional manner.
Diagnose technical issues and escalate ticket details accurately to developers via JIRA.
Troubleshoot configuration or usage issues through email, ensuring clear guidance to customers.
Redirect sales-related inquiries to the appropriate team members.
Participate in daily technical stand-ups to review ticket priorities and track progress.
Communicate customer-facing updates and delays clearly and promptly.
Conduct product testing for bug fixes, new features, and customer-specific deployments.
Contribute to process improvements and automation initiatives within the support workflow.
Create user-friendly learning content, including written guides and short tutorial videos, for common support topics.
Collaborate closely with leadership (CTO, Support Lead, Sales Lead) to manage support load and prioritization.
Maintain accurate and up-to-date internal documentation using JIRA, Confluence, ZohoCRM, and Microsoft Suite.

Must-Have Requirements

8+ years of experience in technical SaaS support or software helpdesk roles.
Strong experience in diagnosing customer issues and documenting defect scenarios.
Hands-on experience with software testing, release validation, or UAT.
Proven ability to manage multiple tickets simultaneously under tight turnaround expectations.
Excellent written communication skills, capable of handling high-stakes or complex topics.
Strong attention to detail; able to identify inconsistencies or potential issues early.
Proficiency with JIRA, Confluence, ZohoCRM, and Microsoft Office 365/SharePoint/Teams.
Ability to coordinate effectively across technical and non-technical teams.
Self-driven, with experience contributing to process improvements.

Nice-to-Have Skills & Experience

Experience in fleet, transport, engineering, leasing, or related operational industries.
Knowledge of SQL for queries and troubleshooting.
JIRA certifications.
Exposure to support operations optimization or automation initiatives

Independent Contractor Perks

HMO Coverage for eligible locations
Permanent work-from-home
Immediate hiring

Note

Please click the Apply button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

Senior SaaS Support and Product Testing Specialist - Zoho Expert